FAQ
1. I have new smartcard - how do I register it?
Simply visit our home page and click on “Register your Smartcard” to enter your details. Please make sure that you complete all fields – including all mandatory fields marked *. You must also read and accept the terms and conditions before submitting your registration.
If you have any problems in registering your card, double check that you have entered the smartcard number correctly and try again. If your smartcard has expired, or it has been reported lost or stolen, you will not be able to register it.
If you need further help, please email smart@merseytravel.gov.uk
2. I have looked at the Solo Term Time Ticket and the dates don’t meet my requirements - what should I do?
Term Time Ticket dates are agreed with all Local Education Authorities across Merseyside.
If the ticket is not suitable for your travel needs, please visit the Merseytravel Website to find the ticket that best meets your needs.
3. How do I buy a ticket online?
Firstly, you will need to register your smartcard (please check the expiry date on your smartcard to make sure that your smartcard does not expire before your ticket ) Click on "Buy Tickets".
Please allow up to 36 hours for your ticket to be available to use.
Proceed to secure checkout to pay by Debit or Credit card to complete your purchase.
4. Are there any restrictions in place when using a Solo Term Time Ticket?
Your ticket is only valid for Merseyside (not Lancashire, Cheshire or Halton).
Tickets are only valid Monday to Friday during term dates only.
5. How do I activate my ticket?
When you buy your ticket online, we will send you an email confirmation, please retain this proof of purchase as you may need it for future reference.
If you buy a Solo ticket before 5pm it will be ready to activate on board the bus the next day, tickets bought after 5pm will not be available to use on the bus for 36 hours. When you board the bus and place your smartcard on the driver’s ticket machine to activate it.
Your Merseyrail Only Railpass ticket will be available to collect in two hours. Place your smartcard on the platform validator or ticket gate located at the station and your ticket will be loaded automatically. You must validate your ticket before you board the train.
6. My ticket is not working. What should I do?
You will need to have your card checked, please visit your nearest Merseytravel Centre.
If your card is faulty we will replace it for you.
7. Can I buy more than one ticket at time?
Yes, but when you buy a ticket you will need to activate this before you can buy another ticket online.
8. How do In check tickets on my smartcard?
"My Tickets" will show the status of your ticket and how many are available on your smartcard.
9. Can I have a refund?
Solo
If your ticket has not been used within 3 months of purchase you may request a refund. You must provide your smartcard and confirmation of your purchase (receipt or email confirmation).
We cannot refund daily or weekly Solo tickets if it has been activated.
We will refund tickets in line with the Terms and Conditions a £5 admin fee will be deducted.
Merseyrail Only Railpass
If you wish to surrender your Merseyrail Only Railpass part way through its validity please visit the Merseyrail website and fill out the online Merseyrail Only Railpass refund form. You must include a copy of your proof of purchase (the confirmation email sent to you when you bought the ticket) using the attach function on the form.
Your refund will be calculated based on the amount of time left on your ticket. Please note that this includes the discounted periods, so the amount you receive may be less than you expect. Refunds will be processed and paid within 20 days of your claim and any refunds due paid back to the original method of payment you used.
10. I am entitled to rail compensation due to delays or cancellations – how do I claim and how much am I entitled to?
Merseyrail’s Passenger Charter tells you how to claim and what you are entitled to. Complete the online form on Merseyrail’s website. You must include a copy of your proof of purchase (the confirmation email sent to you when you bought the ticket), using the attach function on the form.
Claims will be processed and paid within 20 days of your claim and Merseyrail will contact you if your claim is successful to discuss how this will be paid.
11. I would like to update my personal details/password, how do I do this?
Click on 
to see your personal details. You can change your name or address here.
Cclick on “Account Details” to do this.
12. My smartcard has expired what do I do?
Smartcards have an expiry date which you can check in "My Smartcard" section. If you need to replace your smartcard visit your nearest Merseytravel Centre.
13. I have lost my smartcard / it has been stolen?
Solo
You can report this by phone 0151 330 1000 or by visiting a Merseytravel Centre or by email to smart@merseytravel.gov.uk . Your card will be hotlisted and to apply for a replacement card visit your nearest Merseytravel Centre please take your proof of purchase or confirmation email, you will need to pay £1 for a new card.
Merseyrail Only Railpass
Please visit the Merseyrail website and fill out the lost/stolen/replacement ticket form.
You will be issued with a replacement paper ticket for the duration of your original product. You will purchase a new MetroCard at the end of your current ticket's life.
You must include a copy of your proof of purchase (the confirmation email sent to you when you bouth the ticket) using the attach function on the form. A £10 admin fee will be charged for all lost smartcards. There is no charge if the card is stolen and you are able to provide a Police Crime Reference Number when completing the form.
Your new smartcard can take up to 7 days to be processed and made available for you to collect at a Merseyrail station. During this time you are responsible for your own travel costs.